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B2C Collections Manager

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2022-07-01 15:16:001970-01-01 Lloyd Recruitment Services Limited
Job Type Temporary / Contract
Location Epsom
Area Surrey, UK Surrey UK Epsom
Sector Customer Service
Start Date
Advertiser Emma Walsh
Telephone 01372818299
Job Ref EW12150
B2C Collections Manager

** B2C Collections Manager ** Excellent Salary and Benefits Package **
** 2 Year Contract ** Opportunity to obtain Certification Accreditation in CICM **
Our client is looking for an individual to join their team, where you will manage a team of Collections Advisors and Specialists.
The businesses main focus is ‘customers for life’ and they are passionate about the customers journey and leaving a positive impression by providing a professional and friendly service.
The department deal with the collection and outstanding payments owing to the business, and can regularly see them dealing with vulnerable customers and third party advice / legal teams.
  • Manage a team responsible for both customer outcomes and customer relations activities, also giving support to Customer Experience when required.
  • Ensure regular documented one to ones, team meetings, call monitoring that support team and customer satisfaction outcomes
  • Ensure completion of PDPs, previews, objectives for team and self
  • Build, manage, recruit, train, coach and motivate the customer outcomes team using the appropriate toolkit
  • To drive & support the team through their competencies pertained to their individual development in conjunction with appropriate tool kit and training department
  • Monitor and look to continuously improve policies & procedures ensuring that these are kept up to date
Customer Arrears Management
  • Monitor & maintain delinquency, repossessions and loss ratios or at below established company objectives
  • Maintain oversight & drive performance of all arrears, ensuring compliance with company policies, regulation and key performance indicators
  • Exercise control over goods repossessed to ensure control over the asset maintained and maximum value realised
  • To ensure timely write offs of bad debt and transfer to collection agencies
Complaint Management
  • Ensure that a first point of contact resolution is in place, ensuring compliance with company policies and compliance procedures
  • Maintain oversight of escalated complaints ensuring an unbiased approach
  • To assist with audit report responses and implement changes agreed.
NB: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy. However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion. However please do join our Facebook community, to be the first to see our new positions.
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